Frequently Asked Questions

Account & Payment

I forgot my password

If you forget your password, you can reset it at 'Login page > Forgot your password?'. You will have to enter your mobile number or email address associated with your Lalamove account.

If you select the email option, you will receive the email in a few minutes. The email contains a link to reset your password. It is recommended to create a unique password for Lalamove.

I’m not receiving receipts or emails

If you are not receiving receipts or email from Lalamove, please check your email account’s spam or junk folder. If you find Lalamove emails there, mark them as ‘not junk’ so that future Lalamove emails will arrive in your inbox."You can update your email to receive receipts anytime:

Select ‘Settings’ from the app menu.

Tap on ‘Edit’ next to your email address.

You have the option to edit your email address.

Tap ‘Update’ when you’re done

Paying with wallet

Your wallet has to be setup before you can start using it. You can contact us at info.hcmc@lalamove.com for more information on how to get started.

When your wallet is ready and you want to place an order,

Select ‘Wallet’ above the ‘Place Order’ button.

Payment will be updated and you are ready to go.

Paying with cash

Select ‘Cash’ above the ‘Place Order’ button.

Payment will be updated and you are ready to go.

Using Lalamove promotions

Lalamove offers promotions to provide discounts on orders to user. To apply a discount to an order, enter the promo code before placing an order.

Using Lalamove rewards

Lalamove rewards will be applied when you place an order. To check your rewards balance, select ‘Wallet’ from your app menu. Then tap ‘Rewards’.

Using Lalamove

Placing an order

How to place an order

Select your preferred service type.

Your default pickup point is set to your current GPS location. If your pickup point is not at your current location, tap on the pickup location and update the address.

Enter your destination address in ‘Drop Off Location’

Select ‘Deliver Now’ or ‘Scheduled (>20min)’ depending on when you want to schedule your delivery

Enter your name and contact number in ‘Contact Info’ and tap on ‘Next’.

After selecting your payment method, tap on ‘Place Order’.

Wait for a driver to accept your order.

Getting a price for my order

Select your preferred service type.

Enter your pickup and dropoff locations.

Tap ‘Deliver Now’ or ‘Scheduled (>20min)’ depending on when you want to schedule your delivery

Price will be shown at the bottom of the page

Scheduling an order in advance

Select your preferred service type.

Enter your pickup and dropoff locations.

Tap ‘Scheduled (>20min)’ and select pickup date and time.

Enter your name and contact number in ‘Contact Info’ and tap on ‘Next’.

After selecting your payment method, tap on ‘Place Order’.

Wait for a driver to accept your order.

Adding multiple stops

Select your preferred service type.

Enter your pickup and dropoff locations.

Tap on ‘+’ icon to add more stops.

Enter dropoff locations.

Select ‘Deliver Now’ or ‘Scheduled (>20min)’ depending on when you want to schedule your delivery

Enter your name and contact number in ‘Contact Info’ and tap on ‘Next’.

After selecting your payment method, tap on ‘Place Order’.

Wait for a driver to accept your order.

Requesting favorite drivers

Select your preferred service type.

Enter your pickup and dropoff locations.

Tap ‘Deliver Now’ or ‘Scheduled (>20min)’ depending on when you want to schedule your delivery.

Tap on the toggle for ‘Assign to favorite drivers first’. If your favorite drivers are not online at the moment when you tap on the toggle, you would not be able to select this option.

Enter your name and contact number in ‘Contact Info’ and tap on ‘Next’.

After selecting your payment method, tap on ‘Place Order’.

Wait for a driver to accept your order.

What is an ETA (Estimated Time of Arrival)?

Before your order pickup time, your app provides an ETA for when your driver should arrive at your pickup location.

After your driver has picked up the items, your app provides an ETA for when your driver should arrive at the final drop off location.

Please note that ETA times are estimated and not guaranteed. A variety of factors like heavy traffic and bad weather can impact travel time.

Editing my order

If you like to edit details on your order, you can make a call to our customer service (028) 73046686 at working hour.

Contacting my driver

If you like to contact your driver for an order, you can go to select the order from ‘Records’ in the app menu. Tap on ‘Call Driver’ to call the driver.

Cancelling my order

You can cancel a trip before or after you have been matched with a driver but a cancellation fee will only apply if the driver is already on his/her way for the pickup.

To cancel before a match:Hold the cross icon till a dialog ‘Are you sure you want to cancel the order?’ appears.Tap on ‘Cancel Order’.

To cancel within 5 minutes after a match:Hold the cross icon till a dialog ‘Are you sure you want to cancel the order?’ appears.Tap on ‘Cancel Order’.

To cancel more than 5 minutes after a match:If you like to cancel an order 5 minutes after a match, you’ll have to call our customer service (028) 73046686 at workinh hour to do a cancellation. A cancellation fee may be required.

During an order

How to identify a driver

After you’ve matched with a driver, your app shares info about the vehicle and driver for your order. When the driver arrives at your pickup location, confirm that the driver matches with photo and plate no. of the driver on the app. Driver will often ask your name before picking up the items.

Cancelling my order

If you like to cancel an order, you’ll have to call our customer service at (028) 73046686 to do a cancellation. You may be charged a cancellation fee.

Do I pay parking charges?

You don't have to pay parking charges. However, you can always support drivers with "door-to-door" additional service

After an order

Rating a driver

Users and drivers rate each other after the completion of an order. At the end of each order, you may rate your driver from 1 to 5 stars. Most users give a 5 star rating for drivers unless there was a problem with the trip.

To make sure that quality is maintained on the Lalamove platform, we review user feedback regularly. Drivers will never see the ratings you give.

Getting a receipt

When an order ends, we automatically send a receipt to the email address in your Lalamove account. If you aren’t receiving receipts, check the spam or junk folder of your email address and make sure the toggle is turned ON for receiving e-receipts. You can review your email address by selecting ‘Settings’ from your app menu. Tap on the ‘Edit’ button beside your email address to edit it

Creating an account

What is Lalamove?

Founded in 2013 as EasyVan in Hong Kong, Lalamove is the leading last-minute intra-city delivery technology is Asia. Through its groundbreaking mobile & desktop platform, Lalamove connects users with motorcycle, car, van, lorry and truck drivers.

How do I create a Lalamove account?

Creating a Lalamove account requires a valid email address and phone number. You’ll need to create a password and agree to our privacy policy and terms and conditions.

Fill in your first and last name, phone number and email. Once completed, we will send a text message to verify your phone number. Once you entered the pin number sent via text, you’ll be able to use your app to place an order.

For corporate account, please visit here or email to info.hcmc@lalamove.com to enquire more about the setup of a corporate account. A representative will be in touch within 3 working days to answer your queries.

My phone or email is already in use

If you are unable to sign up for a new account because your number is already registered, please contact us (028) 73046686 at working hours.

I want to use Lalamove on my computer

If you are unable to sign up for a new account because your number is already registered, please contact us (028) 73046686 at working hours.

Signing up to deliver

Signing up to deliver with Lalamove

You can sign up to drive with our driver app. Download the driver app from the link here. As a driver, you’ll be able to accept orders with your driver app.

I have some questions about driving with Lalamove?

For more information about signing up to drive with Lalamove, please visit the link below to introduce you about Lalamove.

General questions about lalamove

What is Lalamove’s operating hours?

The Lalamove app operates 24/7 all year round, so you can place an order anytime!For delivery enquiries, our customer service team operating details are as follow:

Mon-Fri: 8am-8:30pmSat: 8am-8pmSun-Public: 9am-6:30pm

Can I deliver large and bulky items?

Your items have to be within the limit of 10kg or 40cm x 40cm x 40cm

Where does lalamove delivers to?

Are there any delivery restrictions?

Illegal items are prohibited. Fragile items (such as cupcakes and glassware) and items requiring assembly are not recommended for delivery on the platform. Lalamove will not liable for damages related to such deliveries.

When will my items be delivered?

Once an order has been placed for immediate delivery, your items will be delivered within 55 min after the driver picks up the items.

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